Manager, End User Services

Purpose of Role

The Manager, End User Services is primarily responsible for overseeing both the technical and managerial aspects of Workhuman’s End-user Services team. The opportunity to shape and evolve a modern, cloud-first End-user enterprise Service, balancing innovation with reliability.

Job Description

Purpose of Role

The Manager, End User Services is primarily responsible for overseeing both the technical and managerial aspects of Workhuman’s End-user Services team. The opportunity to shape and evolve a modern, cloud-first End-user enterprise Service, balancing innovation with reliability.

To help to ensure the stable operation and high security of the company’s IT assets, this includes developing, configuring, maintaining, supporting and documenting all new and existing end-user technology. You will collaborate with all other departments, supporting their IT needs and planning future growth.

• This is a hybrid role requiring at least three days a week onsite in our Framingham, MA HQ office**
• Applicants must have valid permanent work authorization in the U.S. (e.g., U.S. citizen, permanent resident). We are unable to offer visa sponsorship for this role.

• Leadership & People Development:
  Build and mentor a high‑performing, customer‑centric team. Provide coaching, career development support, and performance management to ensure capability growth and strong service culture.
• Service Delivery & Operational Excellence:
  Ensure consistent, reliable delivery of end‑user support services, including incident and request management, escalations, and service continuity. Uphold agreed service levels and drives adherence to best‑practice service management processes.
• Stakeholder Engagement:
  Maintain strong relationships with business leaders and functional partners, ensuring clear communication, expectation alignment, and proactive identification of service needs.
• Service Performance & Reporting:
  Monitor and analyse service performance metrics, identifying trends, risks, and opportunities for improvement. Provide regular reporting and insights to IT leadership.
• Technology Lifecycle & User
  
  Experience:
  
  Oversee the lifecycle of end‑user technologies and services, contributing to roadmaps, enhancements, and initiatives that improve usability, reliability, and value for employees.
• Vendor & Partner Management:
  Manage relationships with external service providers, ensuring contractual compliance, performance against SLAs, and collaborative service improvement.
• Travel:
  Ability to travel up to 10%.

• Proven experience in IT service management, end‑user support leadership, or a related role.
• Strong people‑management skills with experience leading teams in a service‑driven environment.
• Demonstrated ability to manage escalations, communicate with senior leadership, and influence a wide range of stakeholders.
• Detailed knowledge of service and application delivery, as well as successful service level agreement accomplishments.
• Positive attitude with a strong emphasis on being a team player
• Relationship building capabilities; ability to partner closely with internal stakeholders
• Excellent customer service skills
• Knowledge and experience of ITIL/agile and other IT methodologies
• Advanced knowledge of Office 365 suite applications
• Experience in interpreting the applicability of local and federal laws/regulations (including PCI, data privacy practices and laws) to company operations.
• Hands-on experience troubleshooting hardware such as servers, routers, switches, end-user equipment
• Knowledge and understanding of system flow charts, data processing concepts, and telecommunications principles.
• Exceptional detail orientation, project management, interpersonal, and problem-solving skills